[This article is intended as a companion to Overview of the Alarm Triage Process, which provides broader guidance on alarm triage workflows, dispatcher responsibilities, and dispatch management practices.]
Background
Alarm triage is the process of reviewing active alarms and determining the appropriate response. As described in the Overview of the Alarm Triage Process article, dispatchers generally take one of three actions when evaluating an alarm:
- Create Work
- Snooze
- Decline
Create Work indicates that corrective action is required. Snooze and Decline are used when immediate work creation is not appropriate.
To improve consistency and reporting, Virtual Facility requires users to select a standardized Triage Reason when using Snooze or Decline. Users may also provide additional free-text information in Triage Reason Details to capture context specific to the alarm occurrence.
Understanding Triage Reason and Triage Reason Details
When a dispatcher performs a Snooze or Decline action, two fields are available:
| Field | Purpose |
|---|---|
| Triage Reason | A standardized category used for reporting, filtering, and management review. |
| Triage Reason Details | Additional free-text information that explains the specific circumstances of the decision. |
The Triage Reason list is configurable by administrators and can differ between Snooze and Decline actions. Users must select a Triage Reason before completing the action. Depending on organization configuration, Triage Reason Details may be required or optional.
When to Use Snooze
Snooze is used when triage is not complete and the alarm may require additional review later. The alarm remains active, but future alarm occurrences are suppressed for the selected snooze duration.
Common situations include:
- Waiting for additional information from building staff
- Verifying whether a condition will self-correct
- Monitoring equipment after a maintenance activity
- Temporarily suppressing alarms during planned work
- Removing alarms from active monitoring during seasonal shutdowns or construction projects
Examples of standard Snooze Triage Reasons include:
- Maintenance In Progress
- Repair In Progress
- Seasonal Shutdown
- Other
Organizations may configure additional reasons that better align with their operational processes.
Example
Triage Reason: Maintenance In Progress
Triage Reason Details: Technician is currently replacing a failed actuator. Alarm is expected to clear after equipment restart.
When to Use Decline
Decline is used when triage is complete and no work will be created for the alarm. Unlike Snooze, Decline ends the triage process for the current alarm occurrence. The alarm remains active, but the dispatcher has determined that engineering action is not required.
Common situations include:
- A known false alarm
- Expected alarm behavior during maintenance
- Equipment conditions that have already been evaluated
- Alarms that are not actionable by facility staff
- Conditions that do not warrant engineering investigation
Examples of standard Decline Triage Reasons include:
- Maintenance In Progress
- Repair In Progress
- Not Actionable
- Other
Organizations may configure additional reasons as needed.
Example
Triage Reason: Not Actionable
Triage Reason Details: Alarm generated during BAS communication interruption. Condition resolved automatically and no equipment issue was identified.
Choosing Between Snooze and Decline
Use the following guideline when determining which action to take.
| Question | Recommended Action |
|---|---|
| Do I need more time before making a final triage decision? | Snooze |
| Am I waiting for additional information? | Snooze |
| Is maintenance or repair currently underway and I need to suppress alarms temporarily? | Snooze |
| Have I completed my review and determined no work is required? | Decline |
| Is the alarm a known false alarm or non-actionable condition? | Decline |
| Have I concluded no additional follow-up is needed for this occurrence? | Decline |
A simple rule is:
Snooze delays triage. Decline completes triage without creating work.
Reviewing Triage History
Every Snooze and Decline action records:
- The user who performed the action
- The date and time of the action
- The selected Triage Reason
- Any Triage Reason Details entered by the dispatcher
This information becomes part of the alarm's history and can be used by future dispatchers and managers when reviewing previous alarm activity.
Reporting and Management Benefits
Standardized Triage Reasons provide consistency across teams and facilities. Managers can use Triage Reasons to:
- Review historical alarm disposition trends
- Filter alarm lists by triage category
- Create lenses focused on specific triage outcomes
- Analyze recurring maintenance or operational issues
- Support accountability and log-book replacement initiatives
Because every user selects from a common set of reasons, reporting becomes more meaningful and easier to audit over time.
Best Practices
- Always select the most accurate Triage Reason available.
- Use Triage Reason Details to document information that may help future dispatchers.
- Use Snooze only when additional review or follow-up is expected.
- Use Decline only when you have completed your evaluation and determined that no work is necessary.
- Periodically review frequently used Triage Reasons to identify opportunities for process improvement.
- Encourage consistent use of standardized reasons across all dispatch teams.